Support Team Lead

10 hours ago

Navi Mumbai, Maharashtra, India beBeeSupportLead Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

We are seeking a seasoned Support Team Lead to oversee our customer support operations. This individual will be responsible for developing and executing strategies to ensure timely and effective resolution of customer issues.

The ideal candidate will have a strong background in customer support, leadership, and team management. They will be able to analyze data and metrics to drive improvements in our support processes and procedures.

Key Responsibilities:
  • Strategic Leadership:
  • Develop and execute the overall customer support strategy aligned with business goals.
  • Establish performance metrics (SLAs, CSAT, NPS) and monitor team performance.
  • Drive initiatives to improve customer experience and reduce resolution times.
  • Team Management & Development:
  • Lead, mentor, and grow a high-performing support team across multiple channels (phone, email, chat, social media).
  • Foster a customer-centric culture and promote continuous learning.
  • Plan resource allocation and workforce management to meet demand.
  • Process Optimization:
  • Implement and refine support workflows, ticketing systems, and knowledge bases.
  • Leverage data and analytics to identify trends, root causes, and areas for improvement.
  • Collaborate with product, engineering, and sales teams to address recurring issues and feedback.
Requirements:
  • Bachelor's degree in Business, Communications, IT, or related field.
  • 8+ years in customer support or customer success roles, with at least 3 years in leadership positions.
  • Experience managing multi-channel support teams and complex support operations.
Skills:
  • Strong leadership and people management skills.
  • Excellent communication and problem-solving abilities.
  • Proficiency with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
  • Data-driven mindset with ability to analyze metrics and drive improvements.

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